Earlier quoted context omitted.
In my case, they say they mailed a check that never arrived (direct deposit is not available).
They have a process for exactly this. https://www.irs.gov/faqs/irs-procedures/refund-inquiries If the check was not cashed, you can get it canceled and a new one mailed. And yes, I've dealt with the IRS a few times some of which they owed me money. It is a bureaucracy, but the process will work even if it takes a bit of time.
yep, done that a couple of times. No response, no progress, nothing. FWIW, my wife did get them on the phone once and she was told we needed to prove we never received it -- that was years ago now.